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Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction

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  • Neha GUPTA

    (K. J. Somaiya Institute of Management Studies, Mumbai, India)

Abstract

The focus of this paper is to study the customer satisfaction based on influence of employee’s perception about banking technology used for retail banking of Public Sector Banks (PSBs) of India. The study was based on primary data collected through structured questionnaire by random sampling. The result suggests that there is need to provide continuous training to employees on effective, secure and safe use of banking technology for increasing employees’ overall productivity and building customer loyalty. Identification of these factors may help in better cross-selling and up-selling opportunities for retail banking products and services. This study may enable managers to take better marketing initiatives for existing and prospective retail banking customers.

Suggested Citation

  • Neha GUPTA, 2019. "Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 2, pages 20-26.
    • Handle: RePEc:ddj:fseeai:y:2019:i:2:p:20-26
    DOI: https://doi.org/10.35219/eai1584040927
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    References listed on IDEAS

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    1. Neha GUPTA & Vandana Tandon KHANNA, 2016. "Customers Demographics Influence on Usage of Retail Banking Channels," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 2, pages 63-69.
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